Defining an escalation action for a stage and a process
Ensure that your business case moves forward in a timely manner by defining an escalation action for a stage and a process in your case life cycle. By notifying interested parties about an elapsed goal or deadline, you can keep the time frames that you agree on for your business cases.
In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
In the Case life cycle section, click the element of a case life cycle for which you want to define an escalation action:
- To send a notification after a goal or deadline for a stage that elapses, click the stage.
- To send a notification after a goal or deadline for a process that elapses, click the process.
In the properties panel, click the Goal & deadline tab.
From the Use Service-level agreement (SLA) list, select Custom SLA.
In the Goal section, in the Notify subsection, select recipients of the notification:
- To notify a creator of the case, select Creator.
- To notify the participants of the case, select Participants.
If you select to notify participants, click Manage participants, select the case participants that you want to notify, and then click Done.
In the Message subsection, select a message type:
- To send a standard notification, select Use default message.
- To compose an email message, select Compose a message, provide a subject, click Compose, enter your message, and then click Done.
- Setting goals and deadlines for stages, processes, and steps
Ensure that customer service representatives (CSRs) complete assignments on time by assigning service-level agreements (SLAa) to stages, processes, and steps. By implementing SLAs, you enforce timely case resolution and ensure that CSRs follow the timeline that you agree on with your customers.
- Defining an escalation action for a case
Ensure that your business process reaches a resolution on time, by defining an escalation action for a case. By enforcing service-level agreements and implementing escalation actions, you enforce timely resolution of cases and meet deadlines that you agree on with your customers.